Role Purpose
Customer Inquiry Manager is responsible for leading a high-performing frontline team to ensure efficient, timely, and quality handling of all customer queries, complaints, and concerns. The role focuses on continuously enhancing the customer experience by ensuring query resolution meets global standards and KPIs. The manager supports a culture of accountability, service excellence, and process improvement, and ensures customer touchpoints are managed in a proactive, empathetic, and solutions-driven manner. First Inquiry Manager is supporting the training roadmap for new joiner and existing staff through DHL customized training and ongoing coaching.
Key Responsibilities:
- Query prioritization & resource allocation.
- Workforce management such as Daily work scheduling and leave approvals.
- Coaching side by side and remotely.
- Supporting Trainings in class and Online through Cs Academy /My talent World .
- Data analysis and trending delivering productivity and higher quality within CS.
- Process escalations.
- Facilitating performance Dialogues
- Staff awards & incentives
- Process enhancements.
- Staff promotions & development needs.
- Customer policy improvements.
Principal Accountabilities
Key Activity
- Maintaining Green KPIs & performance insights
- Customer Queries Handling
- Team Leadership
- Process Optimization
- Collaboration
- Quality Assurance
- Customer Relationship Management
- Data & Reporting
Objectives / Measures
- Maintaining with the team good performance achieving targets communicated in CS Excellence Scored & CS KPIs, Performance
- Ensure end-to-end management of all customer queries and complaints
- Maintain proactive follow-up and clear communication throughout query lifecycle
- Coach and support advisors to deliver quality query resolutions
- Monitor individual and team performance against KPIs
- Identify and implement process improvements for faster, first-time query resolution
- Use customer insights to recommend service enhancements
- Liaise with internal departments to ensure root cause resolution
- Act as a point of contact for escalated issues
- Conduct regular call monitoring, side-by-side coaching, and system audits
- Run monthly 1:1s and refresher trainings
- Engage key customers regularly to gather feedback and ensure satisfaction
- Ensure advisors are trained to deliver consistent, customer-centric communication
- Analyse trends in query types and resolution timelines
- Provide insights and reports to management on customer satisfaction levels and team performance
DEGREE OF SUPERVISION:
Responsible for supervising the Customer Service frontline team and monitoring their daily, weekly, and monthly performance reports.
PERSON SPECIFICATION:
Education:
Diploma or University Degree
Experience:
Minimum 2 years in Customer Service (Backline/Frontline)
1+ year in a leadership/supervisory role
Sales experience is a plus.
Languages:
Fluent in Arabic and English
Competencies:
Customer Orientation & Problem Solving
Influencing & Communication Skills
Planning & Organizing
Decision-Making & Accountability
Leadership & Coaching
Resilience & Team Motivation
Data Analytics & AI is a plus
